Senior Renewal Account Manager

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

What you get to do in this role: 

• Partner with Sales to drive renewal strategy and manage renewal process across account territory.
• Take a lead role in negotiating all facets of renewal contracts - develop win/win negotiation strategies that maximize contract value while enhancing the customer relationship.
• Manage a complex territory/group of accounts to identify customer needs. Demonstrate account management capabilities to bring renewal to closure.
• Be an expert in ServiceNow licensing models to provide both sales and customers assistance in licensing discussions.
• Establish deeper customer health metrics to identify risk and guide risk mitigation strategies with the team.
• Provide regular and accurate forecasts on renewal business to management, anticipating risk factors.
• Create a rhythm around customers for multi-year contracts.
• Work with our Customer Success organization to promote customer product adoption and high use.
• Help increase sales enablement efforts regarding renewals topics
• Mentor more junior or new-to-role reps to help them be successful in Renewal
• Partner with Renewal Managers on driving programs to improve the effectiveness of the team and region.

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 10+ years demonstrated success in a Renewal Account Management or Customer Success capacity.
• Experience managing customer retention and adoption of a SaaS product for complex accounts/territories.
• Experience with the contract renewal process.
• Experience building relationships with peers and partners.
• Excellent customer management skills; including sales, account management, and customer service.
• Personal initiative to identify areas of process improvement and efficiency.
• Strong work ethic and quota achievement.
• Deep expertise with a SaaS model focused on enterprise software preferred.
• Fluent Swedish and English 

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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